Complaints Procedure
Complaints Procedure
Complaints Policy – Page 1 of 5
Contents
General concerns/complaints procedures
1.
Point of contact
2.
First Stage Informal
3.
Formal Stage 1
4.
Formal Stage 2
5.
Formal Stage 3
6.
Recourse to the Education Funding Agency (EFA)
Complaints Policy – Page 2 of 5
General concerns/complaints procedures
1. Point of contact If the complaint concerns teaching staff or nonteaching staff in the school this can be reported to the Head of House in the first instance or any other senior member of staff. If the matter concerns a Head of House this should be reported to a senior member of staff in the school. If the matter concerns a senior member of staff in the school this should be reported in the first instance to the head teacher. If the complaint is regarding the head teacher this should be passed to the chair of governors. If the complaint is regarding the chair of governors then this should be passed to the diocese. If your complaint is of a more general nature and/or you are neither a parent, guardian or carer of a pupil at this school, please contact the Head’s PA in the first instance. We will then try and resolve your complaint informally, after which we would seek to progress your complaint, if still unresolved, as outlined below.
2. First Stage Informal Write to or speak with your child’s House Head. If the House head is not available please leave a message and they will endeavour to contact you as quickly as possible. If it is difficult discussing the matter with your child’s House Head, another senior member of staff will be suggested by the pastoral receptionist. After investigating, a response will be given, where possible, within 7 school days.
3. Formal Stage 1 Your complaint should be made in writing. You may email your complaint to [email protected] The head teacher will write to you within 2 school days, where possible, to say they have received your written complaint. The head teacher will nominate appropriate staff to investigate. The head teacher will then write to you with his conclusions, where possible, within 5 school days of receiving your complaint. Complaints Policy – Page 3 of 5
Complaints Policy – Page 4 of 5
4. Formal Stage 2 If you still feel dissatisfied with the head teacher’s response you may then complain to the Chair of Governors. ● ● ●
If you complain in writing to the Chairman of Governors s/he will discuss it with the Head teacher before taking any action; The Chairman will write to you within 2 school days, where possible, to say they have received your written complaint. After this the Chairman will write to you within 5 school days, where possible, with his findings.
5. Formal Stage 3 If you are not happy with this decision, the final stage is the Governing Body Complaints Committee. Write a letter addressed to the Clerk to the Governors summarising your complaint. The Governing Body Complaints Committee will meet within 20 school days. You, the head teacher, the Chairman of Governors and the Local Diocesan Complaints Officer will be invited to attend this meeting at least 5 school days before it happens. You may wish to be accompanied by a friend or representative. Please note, the local diocesan complaints officer is independent of the management and running of the school. This meeting will discuss whether to agree or not with the Head teacher or Chairman’s decisions. Everyone at this meeting will receive in writing the decision and recommendations of the Complaints Committee within 5 school days. The Committee decision is final.
6. Recourse to the Education Funding Agency (EFA) If, having exhausted our complaints procedure, as above, you still feel unsatisfied, you may contact the EFA here .
Complaints Policy – Page 5 of 5
